호텔 양식당 서비스의 물리적 환경에 의해 지각된 서비스 품질이 고객만족에 미치는 영향 = The Effect of the Perceived Service Quality by Physical Environment of the Hotel Western Restaurant on Customer Satisfaction

다국어 초록 (Multilingual Abstract)

The purpose of this study is to present through empirical analysis what was the physical environment of the western restaurant to raise the level of customer satisfaction, increase the time of using services at the western restaurant and draw customers' intention to revisit and positive word-of-mouth(WOM). For this purpose, the western food restaurant of the super deluxe hotel located in Seoul was adopted as the object of research. For empirical analysis, 328 questionnaires were used for final empirical analysis. The results of the overall model analysis appeared as follows: 2 = 193.698, d.f. = 42, p = .000, GFI = .932, AGFI = 915, RMSR = .047, NFI = .927. Since the result of overall model analysis demonstrated a good fit, the author could further analyze our data.The findings can be summarized as follows: First, it was found that spatiality, comfortableness, cleanliness, convenience, aesthetics of physical environment characteristics of service at the western food restaurant of the hotel, had an effect on service quality. But It was found that entertainment of physical environment characteristics of service at the western food restaurant of the hotel, did not have an effect on service quality. Second, it was found that service quality of the western food restaurant of the hotel, had an effect on customer satisfaction.Third, it was found that customer satisfaction with the service quality of the western food restaurant of the hotel had an positive effect on the prolongation of the use time, positive word-of-mouth to others and the intention to revisit.